Customer Success : Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.
To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.
Customer Engineers (CEs) are deep technical advisors supporting Enterprise customers to deliver unique value by removing blockers to consumption within their given Solution Area.
CEs provide technical support including risk assessments and tuning to operate and optimize a customer’s cloud or on-premise environment.
The Customer Engineer provides pro-active support delivery services as well as technical readiness through a Customer’s Support contract via dispatch by the CSAM / account team.
Customer Engineer services can be delivered either remotely or on-premises.
Reaches out to the Account Team to ensure a sales-to-delivery handoff. Builds and nurtures relationships with strategic customers / partners and internal teams as a partner and technical leader and leverages relationships to influence positive customer outcomes.
Understands what the customer's desired business outcomes are. Understands and articulates value propositions and how the work is helping / supporting the customer achieve their outcomes.
Identifies other ways in which Microsoft can support the customer's business outcomes. Participates in account delivery reviews to share technical insights on the account and contribute to account technical strategy.
Contributes to the customer recovery plan or proactively contributes to strategically improving experience in collaboration with Customer Success Account Management and others in the Account Team Customer Success Manager, Cloud Solution Architect).
Understands customer priorities and competitive threats and acts as the voice of the customer by synthesizing this feedback to provide insights, actionable feedback, and ideas for new offerings across groups Product Groups, Customer Success Account Management, Customer Success Leadership, Offerings team).
Proposes new initiatives to anticipate risks, and supports team members in recovery situations. Advocates for the customer and shares customer success stories cloud adoption, feature evangelism) with the wider internal team.
Transfers knowledge to customers and delivers offers to close customer skill gaps. Assesses gaps in customers skills. Collaborates with Account Team Customer Success Manager, Cloud Solution Architect) to build a customer readiness / customer success plan.
Delivers offers to close the gaps.
Creates opportunities to expand or accelerate cloud consumption (including through cloud related managed intellectual property MIP ) and leads these customer conversations.
Coaches others on successful contribution to cloud consumption.
Embraces and creates opportunities for learning and readiness around the upsell processes. Builds and refines skills through initiatives sales immersion, customer facing skills), as appropriate.
Coaches others on upselling and tracking impact.
Leads creation of new intellectual property (IP) to fill these gaps. Guides team members in providing contracted proactive services across solution areas.
Contributes or leads a work stream to assess and modify existing IP or creates repeatable content where applicable as a subject matter expert.
Provides feedback on MIP, reports IP gaps, and submits, develops, and delivers complex size, impact, customer environment) IP to be considered for harvesting and curation.
Ensures success through documentation, customer identification, etc.
Drives and engages others to adapt to changes aligned with solution areas / services priorities. Participates in communities speaking events, blogs, user groups) to demonstrate technical leadership on Microsoft technology.
Identifies opportunities and proposes improvements for the solution area. Contributes to the roadmap for solution area and participates in solution area initiatives at the regional level virtual teams, support area / global readiness).
Acts as a role model for obtaining relevant accreditations and certification(s), in advance of deadlines. Influences community to drive technical readiness including initiative attainment technical skilling) that drives a competitive advantage for Microsoft.
Helps colleagues with their readiness. Drives a readiness culture and leads others to get skilled in new technologies or services aligned to business objectives.
Partners with Product Groups on technical improvements and enhancements to contribute software assets code, repositories, whitepaper updates,
Identifies common themes across customers. Collaborates with customers / partners and internal stakeholders Customer Success Account Management, other Account Team members, Product Groups) to define success and future course of action.
Role models operational excellence through compliance to established processes and supporting organizational priorities through compliance expense policies, labor logging, data protection policies / standards, standards of business conduct, tools and processes).
Provides input / insights for improvement.
Required / Minimum Qualifications
Additional or Preferred Qualifications
5+ years experience working in a customer-facing role internal and / or external).